Customer Service Quality Assurance

Alexa Auld

Claims Generalist

Waterloo, IA

**********@*****.*** - 319-***-****

My main goal is to be successful in every situation that I encounter. I want to have a career that allows me to

work with others, be creative, and utilize my strengths.

Career Highlights/ Qualifications:

Graduated from Mount Mercy College with Communication Studies major in December 2009

Guest columnist for the Mount Mercy Times

Recruited to serve as Sports Editor for the Mount Mercy Times

Proficient in Microsoft Word/Works, Microsoft Power Point, Excel

Creative thinker with strong verbal skills

Key problem solving aptitude

Extensive work in child care facility

Ability to work in stressful environments

Energetic team member

WORK EXPERIENCE

Claims Generalist

CUNA Mutual Group - Waverly, IA - April 2014 to June 2014

Helped to support the Involuntary Unemployment and Disability teams

Reached out to members to verify they were still unemployed and/or disabled as I to make payments on their

loans.

Single- handedly to be the point of contact and process all of the Life claims for the Navy Federal Credit Union.

The Navy Federal Credit Union is the largest credit union associated with CUNA Mutual group with over 4

million members.

Claims Professional

CUNA Mutual Group - Waverly, IA - December 2013 to April 2014

Claims Professional

Processed Credit Life claims for deceased members that had been submitted by the credit unions.

Contacted medical offices to determine if loans would be payable based on any possible Pre- Existing

conditions.

Worked with deceased members families in order to inform them of our process at the insurance company.

Customer Returns Processor

Nordstrom Direct - Cedar Rapids, IA - April 2012 to April 2012

Process different customers return credit correctly through Sterling.

Use Site Manager and Sterling to look up merchandise information.

Navigate the Sterling to assist me in crediting returns.

Work at a fast pace to consistently meet my PEP goals.

2nd Shift Quality Assurance Lead

Nordstrom Direct - Cedar Rapids, IA - August 2011 to April 2012

Be able to answer questions in order to help others.

Provide feedback and criticism to the employees I support.

Interact with other members of leadership throughout the building.

Reach out to and work with Product Coordinators, Site Coordinators,

And Buyers.

Back-Up Quality Assurance Auditor

Nordstrom Direct - Cedar Rapids, IA - April 2011 to August 2011

Monitored phone calls, e-mails, and instant message chats in order to coach and provide feedback to contact

center agents.

Met and worked with team leads to look at the scores of their agents and let them know where improvement

could be made.

Built rapport with new hire employees by providing them with information on first call resolution, short handle

times, and how to make and maintain strong relationships with our customers.

Personal Shopper/ Customer Service Specialist

Nordstrom Direct - Cedar Rapids, IA - September 2010 to August 2011

Work in a call center atmosphere to take care of customer needs.

Place customer orders.

Assist customers with tracking orders.

Checking the status of customer orders.

Educational Recruiter

ITT Technical Institute - Cedar Rapids, IA - February 2010 to May 2010

Work with prospective students in a call center setting

Conduct interviews with prospective students

Help students with the admission process

Support students throughout their college experience

Local Chili's Marketing Manager (Internship)

Chili's Restaurant - Cedar Rapids, IA - August 2009 to December 2009

Call on Cedar Rapids businesses

Promote To Go sales, VIP Club

Develop profit partnerships between Chili's and local schools, television/radio stations and non-profit

organizations

Raised To Go sales by two percent

Server/ Hostess

Chili's Restaurant - Cedar Rapids, IA - March 2008 to November 2008

Operated Aloha System to service customer orders

Maintained sanitary and orderly station

Strong rapport with managers/ co-workers/ customers

Child Care facilitator

Lifetime Fitness - Katy, TX - May 2005 to December 2005

Monitored and maintained a safe, sanitary environment for children aged infant- thirteen years of age.

Gained trust from parents and/ or guardians of children being watched. Educated/ entertained children by

providing activities.

EDUCATION

Bachelor's in Communication Studies

Mount Mercy College - Cedar Rapids, IA

2007 to 2009

AA

Kirkwood Community College - Cedar Rapids, IA

2006 to 2007

Lone Star College - Cypress, TX

2004 to 2006

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